I had Fios installed on December 24, 2011. Eighteen days later (January 12, 2012) the service died. I took a half day off from work on Thursday 1/13/12 to wait hours for a clueless technician to show up. He didn't do anything other than to confirm I didn't have service. I called on Friday to complain that nothing was done. That's how I found out that I had an appointment on Saturday for sometime between 8am and 5 pm. The technician came a little after 2. Now, only four days later, the service died again.
Why do customers have to wait for 30, 45, 60 minutes to report service problems?
Breakdown of my impression:
Internet:
Faster, but I'm not getting the 35 MPS that I'm paying for (getting about that on download but only 20-22 on the upload side.
TV:
Channel selection: worse than with Time Warner Cable (TWC). TWC has a few channels that let you watch recent primetime shows without a charge. Fios charges a few dollars for each show.
DVR: The multi-room feature is nice, but I haven't used it. The storage capacity of the DVR is much bigger than the TWC box. (I couldn't record in HD with TWC because it would fill up before I had time to watch shows.)
Telephone:
I had basic service before. The call waiting, caller ID, etc. features are nice, but not worth paying for.
Customer service:
Time on hold before talking to a person is ridiculously long with Fios. I've waited as much as 50 minutes before a human came on the line.
Verizon seems to have problems with the equipment, so my question is "should I wait until the company figures out how to provide service?"
